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Questions and Answers
What should hotel staff do when dealing with complaints?
What should hotel staff do when dealing with complaints?
- Be indifferent and not listen to the guest
- Be rude and unhelpful
- Be aggressive and confrontational
- Be polite and helpful (correct)
Why should hotel staff listen to a guest's entire complaint without interrupting?
Why should hotel staff listen to a guest's entire complaint without interrupting?
- To avoid resolving the issue
- To waste time
- To make the guest feel more important (correct)
- To show that they are not interested in the guest's problem
What is one way to reduce customer complaints before they happen?
What is one way to reduce customer complaints before they happen?
- Identify and resolve problems before they come to the customer's attention (correct)
- Offer a free room upgrade
- Give the customer a discount on their next stay
- Ignore the customer's complaints
